SUPPORT PERSONNEL

Creating Organizations That Wow

TODAY

We are going to talk about creating an

amazing atmosphere at your company

Today you become the Chief Excellence

Officer at Your Firm!

DO YOU

Do your job as if you are entitled to a job or

do you start each day ready to earn your

position once again?

THERE’S A LOT OF PRESSURE

When you start each day having to EARN

your job all over again!

In fact, this is what owners and managers

face every day.

When they don’t earn their position, agents

leave AND when key staff members don’t

earn their position the result is the same.

THE FISH! PRINCIPLE

Where you become the one in charge of a

GREAT Experience at your firm!

LET’S LOOK AT THE 20 TRAITS

Of Employees that create WOW Experiences

for every member of their organization!

1. DEPENDABILITY

They do the job they are supposed to do

every time, and no one has to worry that they

don't deliver the goods.

A GREAT SUPPORT PERSON

Can be counted on to always have their work

done right, when it is supposed to be done -

it is a forgone conclusion that they will, and

no one else has to spend any time worrying

about it.

DON’T

Stop working on a project if you have

questions. Keep the momentum going while

you’re still working!

IF YOU WANT TO

Create a WOW experience for all of your

team members remember the UPOD

Principle.

ALWAYS, ALWAYS, ALWAYS

Under Promise

Over Deliver

2. TEAM SPIRIT

Great employees are team players. They

don't constantly seek out attention or hog the

limelight. Rather, a great employee works

with others to make sure that the things that

need to get done do get done, for the good of

the company.

ALIGN YOURSELF WITH THEIR GOALS

The goal of most agents is to get new

business and close it

The goal of your owner/manager is to keep

the agents that are part of the organization

and recruit new ones

Understand what the goals are of everyone

in your company and make sure you are

helping them achieve their goals

HERE’S A GREAT EXAMPLE OF TEAM

THE GOALS OF THE MANAGER/OWNER

Recruit and retain. These are the two main goals of every manager/owner. What are you doing to find new ways to help recruit and retain agents?

Is it possible that you aid in the recruiting and retaining of agents simply by standing up, making eye contact, offering a hot cup of coffee to each person that comes through the door? YOU BETYA!

THE GREAT SERVICE YOU PROVIDE

Can have amazing consequences. Agents

talk!

YOU could be the reason that the next agent

joins your firm.

You don’t ever want to be the reason

someone leaves. Remember, good agents

are made lots of promises by other firms.

3. TAKE DIRECTION

Great employees know how to take direction.

They know how to take criticism, direction

and advice gracefully and make it work for

them when doing their job.

HOW DO YOU HANDLE CRITICISM

Often times when we get criticized we lose

morale. We take offense and we pull back

from the job.

Remember this: If someone takes the time to

criticize you – it’s because they care enough

to help you be better

4. TRUST

Great employees don't spread office gossip

and they don't dish company dirt. Likewise,

they always tell the truth to their employer,

even if it lands them in hot water.

GREAT EMPLOYEES

Also keep the office manager or owner in the

know when there are rumblings within the

office.

5. CONFIDENTIALITY

This of course is strongly linked to number 4.

Great employees always guard the

confidential nature of their business dealings

and protect everyone's privacy.

IN YOUR POSITION

You are probably in the office most of the day. This means you are often the one that knows everything about everyone. Divorce, romances, bankruptcy, affairs, you name it.

Stay out of all of it!

When someone tries to get you involved, simply change the subject! Others will quickly get the hint that you ARE NOT interested in the personal drama of others.

6. PARTICIPATE

Great Employees participate in the day to

day life of the office. They don't bow out of

meetings or skip the office birthday

celebrations. These things may not be a fun

part of working life, and everyone involved

knows that everyone else has some place

they would rather be - but a great employee

wouldn't be any place else.

ASK YOUR MANAGER OR BOSS

Is it ok if I come to this month’s sales rally? Offer to keep track of attendance on a monthly basis.

When you go to the event take minutes

After the event send the minutes out to everyone and share a great tip that you learned from the rally

Hey…even take pictures and post to the social media sites!

OTHER EVENTS

Let your manager know that you want to be engaged with what the agents are going through in their businesses and that you want to be an important part of building company culture

Attend anything and everything your manager will let you attend – RE/MAX sales rallies, training programs, birthday luncheons, open houses etc.

IN FACT

Ask if you can plan some events on your own

For example, offer to organize Learn and

Earn events where you pick a program from

RE/MAX University to play for agents on

Friday afternoon. Have them bring a brown

bag lunch!

This is where you go from being part of a

foundation to being an important part of the

growth of the business.

PLAN EVENTS

That have value for your team and don’t cost

the company $$$

7. LIKEABILITY

Great employee get along with other

employees. Every office has one person that

is in everyone else's business and talks too

loud on the phone and generally stirs things

up and gets under everyone's skin. This kind

of employee zaps office morale - a great

employee is a good co-worker to everyone.

BE THE POLYANNA

To be likeable you must keep that shiny

disposition at all times.

When others in your office are talking about

other people in the office politely change the

conversation. “How about those Steelers?”

THE GRATITUDE BOARD

8. COMPETENCE

Great employees have good working skills. It

may sound obvious, but a great employee

has the abilities needed to do their job, and

they constantly seek ways to improve, like

going to training seminars or seeking further

education. Great workers have great skills.

ORGANIZATION

It is important to LOOK organized so that you

gain trust with agents

It is also important that you BE organized.

Do you have great systems for making sure

everything gets done in a timely fashion

Do you have in and out boxes? Do you show

agents your systems? If they know how you

operate it makes life easier for them too!

COMPETENCE IN EMAIL

When writing email correspondence don’t

use shortened text words and don’t use

slang. Keep it professional

9. TACT

Great employees have tact and decorum. If

there is a problem in the office, a great

employee doesn't make a scene in front of

everyone else. A great employee will deal

with such issues with privacy and diplomacy.

Further, a great employee doesn't tell

tasteless, political or religious jokes, nor do

they send emails that tell these kinds of

jokes.

EVEN IF

You are friends with some people outside the

office, ALWAYS keep it professional inside

the office.

10. ATTITUDE

Great employees have a great attitude. Bad

attitudes bring everyone down. A great

employee helps make work great for

everyone else by having a good spirit about

their job.

BEST OF THE BEST

The staff members that are most amazing at

their jobs are always cool under pressure.

You never see them sweat

Remember, being pleasant, upbeat, and

approachable is part of your job! If you bring

personal problems into the office it often

festers negativity.

SMILE

How often do you smile?

Too many people in the world walk around

with a puss on their face. SMILE for God

sake. A simple smile can change the day for

the person who receives it!

A SMILE comes through even on the phone!

IF YOU GIVE AN AGENT

A choice between a staff member that is

ALWAYS pleasant and helpful that isn’t

perfect at the job OR a staff member that is

short with people and always negative, that

is perfect with the rest of the job, they will

always take the pleasant staff member

first…ALWAYS

11. IF YOU MUST USE A SOCIAL NETWORK

Nothing is more discouraging to a manager

or boss than to see that an employee is

posting to Facebook or Twitter during work

hours

Even if it was during your lunch break, it

gives the appearance that you’re not

engaged in the job

BUT

If you really love social networking, become

a stand out employee, by approaching your

boss and asking to be in charge of the office

social network sites!

Start a fan page for your office and post daily

motivational quotes and tips

Teach your boss and the agents how to use

Social Media in their business.

OH…AND

If you wouldn’t friend your mom on Facebook

(due to the nature of what you are posting)

do NOT friend any of your co-workers or your

boss!

12. DRESS FOR THE JOB YOU WANT

According to studies, a person will have

formed an impression of you within 30

seconds of meeting you just by your

appearance. That goes for everyone.

IF YOUR JOB

Is a Creator Of First Impressions think about

the impression that a potential customer

coming in has of you (and the office) when

they are greeted by someone in jeans and a

sweatshirt.

HOW WOULD YOU FEEL

If you went to your bank and all the tellers

were wearing jeans and sweats?

CLASSY NEED NOT BE EXPENSIVE

You don’t have to spend tons of money to

look great!

Be the one that never wears jeans on casual

Friday.

When your boss says “Hey…it’s ok for you to

wear jeans.” Reply, “My job is too important.

I’m in charge of creating first impressions for

this firm.”

DON’T MAKE YOUR BOSS TELL YOU…

If you have tattoos, GREAT, they shouldn’t be

seen at work

If you have a belly ring, GREAT, it shouldn’t

be seen at work

13. BE IN CHARGE OF THE EXPERIENCE

Do you create a REMARKABLE experience

when someone comes in contact with you?

When a client comes through the door (by

client I mean a customer and/or an

agent/staff member of your firm) do you

stand up, smile, approach them and offer

them a drink? Do you show excitement that

they are there?

GO ABOVE AND BEYOND

Do you have a system for creating that WOW

experience ?

Automatically greet everyone that comes in

the door.

Automatically ask agents at the office if you

can order them lunch somewhere

Go out of your way to create an AMAZING

experience for others

HERE’S AN EXAMPLE

An agent at your office calls in to make sure

the paperwork you were working on is ready

so he can come in and pick it up. He says

he will be there in 15 minutes. Instead of just

having the paperwork ready, how about

having the paperwork and a steaming cup of

coffee ready for him.

14. MORE WORK PLEASE

This should go without saying BUT please

don’t ever be caught reading a book, knitting

a hat, or vegetating on the job. THERE IS

ALWAYS MORE WORK TO BE DONE!

DON’T BE AFRAID

To send out an announcement to your people

“Good Morning Team: Let’s make it a great

day! I’d like to help lighten your load. Please

do not hesitate to call on me if you want

some help preparing a mailer, organizing

paperwork, or simply anything. Delegate to

me and you just might be able to go home

early today!”

15. SAVE YOUR FIRM MONEY

You become indispensible when you find

ways to save your firm resources

(time/money)

There are lots a ways to create that job

security for years to come

SAVING RESOURCES

Cleaning: Many firms pay as much as $300-

$700/mo for someone to empty trash cans

and vacuum. Is this something you could do

in less than a few hours per month?

Ordering supplies: Are their vendors that can

provide more value to the firm?

Spend a few minutes each day finding ways

that your firm can save money

16. TAKE ON PET PROJECTS

Monthly motivational book club

5 note cards a day for your manager/owner

Thanks For Cooperating Letters

Organizing a database for your manager/owner

Office perks program – discounts from local vendors for agents and customers

Re-organize something in the office

Office Newsletter

Office blog

Office checklists for success

ONE GREAT EMPLOYEE IN CHICAGO

Took a cell-phone video of an agent that

joined the office who talked about why

RE/MAX was great and sent it to the

manager who was so impressed he posted it

on their company website, blog, and fb fan

page!

17. TAKE AN INTEREST

Take a genuine interest in people around you and the results will be enormous.

Find out what people’s hobbies and dreams are.

Cut out articles, coupons, and events to share with them

18. BE AMAZING

Be unique in how you do your job

Outstanding voicemail message

Be unbelievable when you answer the phone

Have a fantastic email signature

19. RUN A WALT DISNEY OFFICE

Employees at Walt Disney pick up the candy

bar wrapper off the ground even though they

didn’t eat the candy.

WHY? It’s about betterment of the park!

20. SAY THANKS

The unemployment rate today in the US

hovers at 9%. There are lots of people who

need work. The best way to say thanks

every day to your agents, manager, owner is

to give of yourself 110%.

WOW

That's a lot of good traits to try and acquire!

Don't be dispirited if you fail to match up on a

number (but hopefully not all!) of them.

ONE AT A TIME

Just work on them one at a time and you'll

find your career progressing faster than you

would have ever believed possible.

AND MORE IMPORTANTLY

You will have been a key component in

creating an awesome place to work by

creating that WOW experience for everyone

SUPPORT PERSONNEL

Creating Organizations That Wow